Product details

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Abstract

The massive growth of the e-Commerce business was accompanied by an increased volume of returns. Changing consumer behaviour and retailers' aggressive marketing strategies often fuelled such trends. For the retailers, returns were becoming an overpowering cost burden, which was directly impacting their profit margins and had huge environmental impacts. But such trends had also opened up business as well as job opportunities for some. As a third-party logistics partner, DHL saw this as an opportunity not only for its business growth but also assured that it could help other businesses turn this challenge into an opportunity. What was DHL's returns management strategy to help its business partners handle the reverse logistics?

Teaching and learning

This item is suitable for undergraduate, postgraduate and executive education courses.

Time period

The events covered by this case took place in 2023.

Geographical setting

Region:
World/global

Featured company

DHL
Employees:
10000+
Industry:
Courier services/logistics

About

Abstract

The massive growth of the e-Commerce business was accompanied by an increased volume of returns. Changing consumer behaviour and retailers' aggressive marketing strategies often fuelled such trends. For the retailers, returns were becoming an overpowering cost burden, which was directly impacting their profit margins and had huge environmental impacts. But such trends had also opened up business as well as job opportunities for some. As a third-party logistics partner, DHL saw this as an opportunity not only for its business growth but also assured that it could help other businesses turn this challenge into an opportunity. What was DHL's returns management strategy to help its business partners handle the reverse logistics?

Teaching and learning

This item is suitable for undergraduate, postgraduate and executive education courses.

Settings

Time period

The events covered by this case took place in 2023.

Geographical setting

Region:
World/global

Featured company

DHL
Employees:
10000+
Industry:
Courier services/logistics

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